Functional Escalations Specialist

2 weeks ago


Midrand, Gauteng, South Africa Vodafone Full time

Role purpose:


The Escalations Functional specialist will be accountable for drafting, interpreting and analysing management information and statistical reports related to escalations.

The individual will be responsible to propose action plans whilst maintaining relationships with key stakeholders in accordance with support area dependencies.


Your responsibilities will include:

Compile & Interpret management information and statistical reports related to escalations and propose action plans e.g Weekly ECLO Escalations report, Weekly Root cause Analysis report,etc)
Analyse customer escalations trends identified from Service requests received using the Weekly Escalations Report.
Provide Weekly and Monthly feedback and recommendations to management & other role players of the identified trends.
Actively engagement with Ops specialist and escalations team to identify process or system improvements and feedback to the escalations team to provide

Provide high quality escalation feedback and resolution support and service to external stakeholders and internal Fibre support channels, including the Vodacom Chief's, ME's, etc.

Maintain relationships with internal and external relevant role players in accordance with area dependencies
Ability to Initiate & Execute Ad-Hoc Projects whilst maintaining a high level service delivery.

Must have technical / professional qualifications:
Matric, plus 3 to 5 year's experience and
Relevant Technical Qualification (e.g. 3-year Degree/Diploma/T3/S4/N6 National Diploma

OR

Matric plus minimum of 5 years experience in Fibre/Fixed Telecommunications and relevant courses e.g. Project management/service management courses or qualifications

Core competencies, knowledge and experience:

Customer Service Delivery Experience
Methodical and analytical
Reporting Business Writing Skills
Project Management
Understanding of CRM system functionality
Analytical thinking
Decision making
Interpersonal skills

A minimum of - 5 years relevant experience in a customer management/facing role essential in:
Fibre/Fixed Telecoms
Customer Service Delivery
CX reporting & RCA reports
Data Analysis
(Min Experience: 3 years with a technical qualification and 5 years with relevant courses)

Closing date for Applications
:08 August 2023.
The base location for this role is,
Midrand Vodacom Campus.
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.

  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The Escalations Functional specialist will be accountable for drafting, interpreting and analysing management information and statistical reports related to escalations. The individual will be responsible to propose action plans whilst maintaining relationships with key stakeholders in accordance with support area dependencies.Your...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The Fibre escalations Operations specialist will conduct & action root cause analysis and manage trends by implementing process improvements throughout the business. The individual will monitor the day to day SR performance to achieve goals that contribute to the growth of the department. The operations specialist will be responsible to provide...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The Fibre escalations Operations specialist will conduct & action root cause analysis and manage trends by implementing process improvements throughout the business. The individual will monitor the day to day SR performance to achieve goals that contribute to the growth of the department. The operations specialist will be responsible to provide...


  • Midrand, Gauteng, South Africa AdaptIT Full time

    Listing reference: adapt_000134Listing status: Online-Position summaryIndustry:IT & Internet- Job category:Hospitality, Hotel, Catering, Tourism and TravelLocation:Midrand- Contract:PermanentEE position:NoAbout our company A provider of leading specialised software and digitallyled business solutions that assist clients across targeted...

  • Storage Specialist

    2 weeks ago


    Midrand, Gauteng, South Africa Jurumani Solutions Full time

    Jurumani offers an environment where creativity and the practice of building things is believed to be fundamentally useful to both the Client and Jurumani Solutions. Providing opportunity to focus on making products and business operating capabilities work, which means we often are more concerned with how systems align, orchestrate and integrate to achieve...


  • Midrand, Gauteng, South Africa Open Source (Pty) Ltd Full time

    Function and Duties:SAP HCM SupportSAP HCM AdministrationProject ManagementHCM DevelopmentCompetencies: Principles of Company SAP HR systems modules with an emphasis on Personnel Administration, Organizational Management, Time Management. Benefits and payroll. Fundamentals of SAP HR QA and PHR systems analysis and testing. Principles and practices of Company...


  • Midrand, Gauteng, South Africa Liquid Tech (Pty) Ltd. Full time

    Role PurposeTo drive and manage the Order to Cash Process for critical projects end to end. Effective Customer Management, Revenue Generation, Project Management, excellent reporting and Technical Skills are key areas. Responsible for tracking, managing, distribution of new orders to the team, including managing both internal and external escalations.Role...

  • Specialist DevOps

    2 weeks ago


    Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The Devops Specialist DLS is responsible for the planning, coordination, and deployment of all releases into production within a particular domain or business outcomeDevops Specialist DLS will be responsible for leading technical delivery within Digital and Lifestyle Services (DLS). Be proficient in integration, Micro Service API development and...

  • Technical Specialist

    2 weeks ago


    Midrand, Gauteng, South Africa Jurumani Solutions Full time

    As the Business/Technical Specialist (Technical Product Engineering team), you will work closely with business partners, vendors, Product Managers, Business Analysts, Technical Analysts / Specialists, and IT Representatives to define and deliver effective / optimised business and product/service solutions for the Business.You will be an integral member of...

  • Problem Specialist

    2 weeks ago


    Midrand, Gauteng, South Africa Nexio Full time

    Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa's transformation agenda, we are at the forefront of digital...


  • Midrand, Gauteng, South Africa Jobs 4 All Full time

    Job Title: Software Support SpecialistReporting To: Software Support Team LeaderDepartment: Software SolutionsLocation: Midrand - Gauteng - South AfricaSubordinate positions:Implementation SpecialistsPurpose of the JobTakes responsibility for implementing business development activities by:Analyse and troubleshoot software issues related to back-end coding...


  • Midrand, Gauteng, South Africa SRIVEN IT SOLUTIONS Full time

    One of the largest renowned Accounting and Auditing firm is looking for Salesforce Functional Consultant (Senior Associate) to be based in Midrand.Responsibilities:Development of client solutions: Contributing to engagement deliverables pertaining to all aspects of SalesforceTechnology. Assist discovery & design workshops to identify client requirements....


  • Midrand, Gauteng, South Africa Nexio Full time

    ROLE PURPOSEAs part of the Customer-facing Nexio SOC team, the Specialist: Cybersecurity Analyst plays a critical role in monitoring, detecting, and responding to cybersecurity incidents within a Security Operations Center. The Cybersecurity Analyst utilizes incident handling methodologies to validate security events, assess severity levels, and provide...


  • Midrand, Gauteng, South Africa e-Merge IT Recruitment Full time

    A unique position requiring a SENIOR Database Design Specialist with a LEADING international Manufacturing concern, to ensure the company collaborate partnerships internally.Specific Technical / Functional skills: Azure Cloud CDH (Customer Data Hub) Oracle PostgreDB, MS SQL, Power apps Database management Database design (consolidation / use case layers)...


  • Midrand, Gauteng, South Africa Bridgena Barnard Personnel Group Full time

    Gauteng, Midrand R R 95000 Monthly Basic Salary (Negotiable)Gauteng Funding Specialist role is available for a person with prior experience in strategy and objectives, development and execution as well as planning and optimization of internal and external funding sourcingGauteng Funding Specialist role is available for a person with prior experience in...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:A Senior Specialist: Intercompany will be responsible to perform the End to End Intercompany (ICO) function (including processing, dispute & query resolution, accounting, planning for Budget, Forecasts and Long Range Plans as well as reporting) for a specific Intercompany stream (VSA Group) in a timely and accurate manner, in accordance with...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The Senior Specialist Solutions Architecture provides thought leadership for client solutions within specified Industry Vertical/s.The Senior Specialist Solutions Architecture meets the need of ever increasing solution complexity in the Industry Vertical by having the ability to understand customer business and technology environment (at...


  • Midrand, Gauteng, South Africa Rectron Full time

    The role of the support specialist is to help customers with post-sale support queries across the RCT Cloudsolution set. It is important to provide exceptional levels of support to ensure a positive end-to-endcustomer experience. In addition, to support, Rectron's RCT-Cloud Support specialists also act as a backupfor sales and operations.Outputs and...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:Development of strategic priorities and business development opportunities for Vodacom Group.Your responsibilities will include:Evaluate merger and acquisition opportunities.**Responsible for the assessment of potential mergers and acquisitions, including, performing quantitative and qualitative analysis.Develop M&A proposals.**Assist with the...


  • Midrand, Gauteng, South Africa Siemens Healthineers Full time

    Do you want to help shape the future of healthcare? Our name, Siemens Healthineers, was selected to honour our people who dedicate their energy and passion to this cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry.We offer you a flexible and dynamic environment with opportunities...